Level 2 Helpdesk Technician

Job Description

Provide Level 2 technical support to end-users and clients, troubleshooting escalated IT issues efficiently. Communicate effectively with US-based clients, ensuring clear, professional, and timely responses. Configure, manage, and troubleshoot firewalls (Fortinet, Palo Alto, Cisco, or equivalent). Deploy, monitor, and maintain Data Loss Prevention (DLP) solutions to ensure data security and compliance. Implement and manage Remote Monitoring and Management (RMM) solutions for proactive system monitoring and support. Administer and optimize ticketing portals, ensuring timely responses and resolution of client issues. Collaborate with Level 1 support teams to handle escalations and provide advanced troubleshooting. Assist in IT infrastructure improvements, security updates, and best practices implementation. Document technical issues, resolutions, and procedures for internal knowledge-sharing.